1 of 1 Ticket Management Jobs in North Shields

to take charge, define workflows, and use data to shape the future of our support operations. Key Responsibilities Full ownership of our Zendesk system — from configuring workflows to ensuring ticket accuracy and speed. Manage all incoming support — external requests and internal operational needs like access issues and incident escalations. Partner closely with Product to prioritise bug fixes and monitor … resolution progress. Maintain transparent communication with customers, managing expectations until issues are resolved. Analyse ticket trends to reduce contact volumes through effective help desk resources, proactive communication, and feature updates. Apply ITIL best practices to handle incidents, categorise tickets, and solve problems efficiently. Develop and maintain a robust, user-friendly knowledge base. Write product resources and guides that enhance … quality and readiness. What You’ll Bring To thrive in this role, you’ll need to be organised, proactive, and customer-centric, with proven experience in technical support and ticket management. Here’s what we’re looking for: Technical expertise in Zendesk (or similar platforms) with skills in configuration, automation, and reporting. ITIL knowledge and experience applying best practices More ❯